Contact Center Manager

At Pacifica Continental, we are currently working with a leading global electronics company in search of a Contact Center Manager to join their team!

Position Title: Contact Center Manager

Division: Contact Center Operation

Team/Group: Customer Satisfaction

Role Objective

• ● Responsible for SEASA’s Contact Center operation through all the channels: call center, chat, <Samsung.com>, etc.
• ● Maximize customer satisfaction by collecting, analyzing and resolving customer requirements through call center operation.
• ● Provide efficient solutions to customers by developing and operating online contents. Also responsible for all the customer´s VOC and claims.
• ● Focus on providing the best solution for the customer and the company, analyzing cost for the company and offering to the customer.

Minimum Requirements

• ● Academic Background: Graduated student from the careers of Administration, Psychology Industrial Engineering or similar.
• ● Professional Experience: At least 5 years of experience in Customer Service, Customer Care or Customer Experience. Preferred: Telcos, tech, consumer electronics.
• ● Specific knowledge / skills: Leadership of operations of Contact Center/Customer Relations/Call Center. CRM platform.
• ● Languages: Fluent English
• Areas of responsibility

Customer Experience Management

• ● Maximize customer satisfaction by collecting, analyzing and resolving customer requirements through contact center operation.
• ● Analyze all the processes that customers experience and participate in providing suitable customer services accordingly

• Measurement Criteria: FCR, NPU, VOC indicators

Quality Management

• ● Responsible for area KPIs.
• ● Analysis regarding metrics and improvement resolutions.
• ● Communicate with customers for customer quality control and carry out activities to secure quality competitiveness of our company and customers.
• ● Responsible for surveys administration, results follow up and improvement plans

• Measurement Criteria: percentage for each indicator. CPR, RCR, CAR, SL, CSS, NPS

Customer Support Management

• ● Responsible for vendor operation, SLA, quality and control.
• ● Provide efficient solutions to customers by developing and operating online contents.
• ● Perform activities for customer support by developing contents for customers to find solutions for problems through online

• Measurement Criteria: FCR indicator

Remote Customer Support

● Solve customer inconveniences via remote system, and perform to improve customer satisfaction and reduce service costs.

• Measurement Criteria: percentage of interactions with remote support over the total of interactions.

Market Research Management

• ● Analyze to apply customer feedback and measurement of customers' purchase tendency to new product development and marketing.
• ● Provide insight based on market research, benchmarks, competitors or other subsidiaries best practices.
• ● Benchmark with other LAO subs to understand team structure and try to replicate best practices.

• Measurement Criteria: LAO's best practices sessions attendance.

Others

• ● HQ point of contact.
• ● PIC of weekly follow up meetings with CS Managers, HoD, eStore vendors, and other stakeholders
• Hybrid modality.